New HP envy laptop (6weeks old) repaired 6 times and hp refuses to replace!

[Btgraham]

Hi, I bought new 17” hp laptop with touch screen 6 weeks ago from Best Buy. I took back to Best Buy right after I discovered touchscreen does not work. They fix but 1-2 days later it stops working again. I took back a 3 more times and same thing happens. It will work for only 1-2 days and then fail again. Best Buy refused to take back laptop and replace with new. They said they can’t fix and call HP. Contacted HP tech support and they did diagnose problem over phone and started working.  Next day it failed. Contacted HP again and ask for new replacement and they refused. They said I need to send in for repair and if they can’t fix they would replace with new. I sent in for repair. I received back 11/12/2024 and working. Two days later (today) it failed again. I called hp escalation dept and they refuse to send me a new laptop. They want to send me a loaner and for me to send in for repair again. This will be 7 repairs on a 6 week old laptop. I keep spending gas money on taking to Best Buy and to fed ex. This is a LEMON!  I sent a message to CEO of hp and we will see if he will actually respond. [Content Removed].   ANY SUGGESTIONS?   Thank you

[BlackBranch]

I have a very similar situation except my issue is when the computer goes to sleep it will not wake without a hard restart.  I had the computer repaired by Best Buy 3 times (two with new motherboards), then told to send to HP.  HP told me they don't recognize Best Buy repairs as authorized repairs, but rather as "Customer-self repair" which is nonsense.  I eventually sent directly to HP however they then claimed Customer Induced Damage and voided my warranty without repair.  They never provided any details of the CID allegation.  I had the computer repaired a total of 5 times, however HP escalation team will do nothing about it.  I recommend being very wary and prior to sending to HP carefully document everything you do with them.  At this point, I will never buy another HP product unless they correct the issue I'm facing.

[Raj2111]

Hi @Btgraham 

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a good day.

-Regards

Raj-HP Support

[Raj2111]

Hi @Btgraham 

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a good day.

-Regards

Raj-HP Support

[Btgraham]

I’m so sorry you have gone thru this too. Thank you so much for letting me know what happen to you as now I’m afraid they will destroy my new laptop and say I did it. I will keep a copy of your post annd bring that to court too.   After 6 attempts to repair I haven’t been able to use since I purchased.  I will take them to court instead. Thank you again.    AND YES I WILL NEVER BUY HP AGAIN!

[Btgraham]

I’ve had this new laptop repaired 6 times already.  This is a lemon. I will NOT send in for repair again as you will probably damage it and say it’s my fault like you did to other customers.  I used to think HP was a good company.  So dissatisfied I’ve emailed your CEO of the horrible service I’ve had.  No customer should ever buy a brand new HP product and immediately have repairs 6 times and you want me to send in for a 7th. REALLY!  It’s brand new and I can’t even use it!

we will see you in court!

[Raj2111]

Hi @BlackBranch 

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I am so sorry to hear about the frustration and disappointment you've experienced with your HP Envy laptop. I can only imagine how frustrating it must be to have had the same issues repeatedly, especially after sending it in for repairs multiple times. 

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a good day.

-Regards

Raj-HP Support

[Btgraham]

New update:   Hp corporate office still has not responded!   I emailed BEST BUY CORPORATE. They immediately responded and contacted the store where I purchased from and mgr called. He was very apologetic and wanted me to come in and he would replace with new.  I brought in today and new laptop is working. 

[BlackBranch]

Glad Best Buy came through for you. Best Buy also replaced my laptop with all the issues I had with HP. Never heard back from HP corporate either.